Complaints Resolution Advisor
About The Position
Alberta Transportation and Economic Corridors (TEC) is a centre of excellence for transportation in North America. We contribute to Alberta's prosperity and quality of life by providing and supporting a safe, innovative and sustainable provincial transportation system and water management infrastructure. With Alberta Transportation and Economic Corridors, you can engage in a fulfilling career with diverse room to grow. We believe in building careers, providing opportunities for growth within the organization, and striving to provide our staff with a work-life balance including reasonable hours of work to ensure time with family and to accommodate outside interests. The ministry promotes a vital and diverse economy by: Managing transportation safety. Supporting municipalities with public transportation and water/wastewater facilities. Expanding and enhancing a well-integrated transportation system and enabling market access. Preserving and developing the provincial highway network and water management infrastructure. For more information, visit https://www.alberta.ca/transportation-and-economic-corridors. As a key front line representative for the division, the Complaints Resolution Advisor leads the intake, assessment, and resolution of complex external complaints while shaping how Albertans experience our services. If you thrive in fast moving environments and excel at turning complex issues into clear, actionable solutions, this role puts you at the centre of it all. Join us as a Complaints Resolution Advisor and become the division’s front line expert for resolving concerns and shaping public-facing responses.
Requirements
- University degree in Business Administration, Communications, Political Science, Public Policy, English, or related, PLUS 2 years related experience or equivalent as described.
- Directly related education or experience considered on the basis of 1 year of education for 1 year of experience, or 1 year of experience for 1 year of education.
- Experience in complaints resolution, de escalation, and conflict management.
- Strong issues management capability.
- Project management understanding.
- Ability to build productive relationships across the Division and Ministry.
- Strong analytical skills to assess issues and identify solutions.
- Ability to support Branch and Division staff with clarity and professionalism.
- Excellent communication and interpersonal skills.
- Proven ability to clarify, triage, and resolve complex issues.
- Strong time management skills to balance multiple priorities under tight timelines.
- Exceptional attention to detail and accuracy in documenting issues and responses.
- Ability to work independently, remain self motivated, and manage high pressure situations.
Nice To Haves
- Familiarity with Traffic Safety issues in Alberta.
- Awareness of Alberta’s socio political landscape.
- Knowledge of internal administrative policies, processes, and practices.
Responsibilities
- Acts as the primary point of resolution for incoming complaints to the TSS division and ensures complaints are actioned in a timely and appropriate manner.
- Ensures complaint procedures and processes are developed and maintained to support service delivery excellence. Program Areas are supported to engage in ongoing quality improvement activities.
- Facilitates Issues Management.
- Provides conflict resolution expertise.
- Supports the Manager of Strategic Integration and Complaints Resolution to achieve branch, division, and ministry goals.
Benefits
- Public Service Pension Plan (PSPP)
- Alberta Public Service Benefit Information
- Professional learning and development
- Positive workplace culture and work-life balance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
